Complimentary UK delivery over £25014-day right to cancel under UK lawMade in limited runsClient care: +44 20 7946 0000Elite Celestial — Collection I now openFree UK returns within 30 daysComplimentary UK delivery over £25014-day right to cancel under UK lawMade in limited runsClient care: +44 20 7946 0000Elite Celestial — Collection I now openFree UK returns within 30 days
Crimson Luiscrimsonluis.co.uk
Legal

Returns & refunds

Your legal rights, our house policy, and a straightforward way to send something back.

Last updated August 2026 · Crimson Luis Ltd · crimsonluis.co.uk
Before you trade. These policies are written to reflect UK consumer and data-protection law and are ready to use once you insert your company number, VAT number, registered address and payment provider. They are not legal advice. Have a solicitor review them against your actual operations before you take your first order.

1. The short version

Changed your mind? You have 14 days from receiving your order to tell us, and 14 days after that to send it back. We extend this to 30 days as a matter of house policy, and UK return postage is free.

Something wrong with it? You have separate rights under the Consumer Rights Act 2015, including a 30-day right to reject faulty goods for a full refund. Those rights are not affected by anything below.

2. Your statutory right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer buying online you may cancel this contract within 14 days without giving a reason.

  • The cancellation period ends 14 days after the day you, or someone you nominate, receives the goods.
  • Where an order is delivered in several parts, the period ends 14 days after the day you receive the last part.
  • To cancel, tell us clearly — by email to care@crimsonluis.co.uk, by post to our returns address, or using the model form in section 7. Simply sending the goods back also works, but an email is faster.
  • You must send the goods back without undue delay and in any event within 14 days of telling us you are cancelling.

3. Refunds

  • We refund all payments received from you, including the standard delivery cost you paid to receive the order.
  • If you chose an express or upgraded delivery, we refund the cost of our standard option, not the upgrade.
  • We refund within 14 days of receiving the goods back, or of you supplying evidence that you have sent them, whichever is earlier.
  • Refunds are made to the original payment method. There is no fee.
  • We may reduce a refund to reflect any reduction in the value of goods caused by handling beyond what is necessary to establish their nature, characteristics and function — in plain terms, you may try a piece on as you would in a shop, but not wear it out.

4. When the right to cancel does not apply

The statutory right to cancel does not apply to goods made to your specification or clearly personalised. That includes our made-to-measure pieces cut to measurements you supply, and any piece we monogram for you. We will always tell you before you order when a piece falls into this category.

This exception concerns cancellation only. If a bespoke piece is faulty, not as described, or not made with reasonable care and skill, your rights under the Consumer Rights Act 2015 apply in full.

5. How to return

  • Email care@crimsonluis.co.uk with your order number, or use the returns form in your box.
  • We will send you a prepaid tracked label for UK returns at no cost to you.
  • Repack the piece with its tags, garment bag and any hardware. Keep proof of postage until your refund lands.
  • Returns from outside the UK are at your own cost unless the item is faulty. Mark the parcel clearly as a returned item to avoid duty being charged again.

Returns address: Crimson Luis Returns, [RETURNS ADDRESS LINE 1], [TOWN], [POSTCODE], England.

6. Faulty or incorrect goods

If a piece arrives damaged, faulty or not as described, contact us with a photograph and we will arrange collection at our cost. Under the Consumer Rights Act 2015 you may be entitled to a full refund within the first 30 days, or afterwards to a repair or replacement, and to a price reduction or a final right to reject if that repair or replacement fails. We will not ask you to prove a fault existed at delivery within the first six months — the law places that burden on us.

7. Model cancellation form

To: Crimson Luis Ltd, [RETURNS ADDRESS], care@crimsonluis.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: ____________________

Name of consumer: ____________________

Address of consumer: ____________________

Order number: ____________________

Signature (only if this form is sent on paper): ____________________   Date: ____________

8. Exchanges and alterations

We are happy to exchange for a different size or colour subject to availability — tell us when you notify the return and we will reserve it for ten days. Alternatively, take up the free first alteration described in our terms: often a piece that feels wrong needs a sleeve shortened rather than a size changed.